Vice President - Customer Care Unit Injaz - CXC - RBG - Customer Care Unit Client Experience And Conduct Group

Knowledge

• Banking Regulations: Sound knowledge of banking regulations, guidelines, and directives issued by the Central Bank of the UAE and Sanadak related to complaint handling, consumer protection, and customer rights.
• Banking Products and Services: Understanding of various banking products and services offered by the bank, including retail banking, corporate banking, loans, deposits, and electronic banking channels.
• Complaint Handling Processes: Familiarity with best practices, methodologies, and frameworks for complaint handling, including investigation techniques, root cause analysis, and resolution strategies.
• Legal and Compliance: Comprehensive understanding of legal principles, and consumer protection laws (CPR) relevant to banking operations in UAE, with knowledge of dispute resolution mechanisms and ombudsman procedures.
• Data Analysis: Proficiency in data analysis tools and techniques to analyze complaint data, identify trends, patterns, and insights, and generate actionable reports for decision-making and process improvement purposes.
  
  

Skills

• Communication: Excellent verbal and written communication skills in English, with the ability to articulate complex ideas, negotiate effectively, and maintain professional rapport with internal and external stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills to assess, analyze, and resolve customer complaints, employing creativity, critical thinking, and decision-making to achieve satisfactory outcomes.
• Leadership and Team Management: Leadership qualities to inspire, motivate, and lead a team of complaint handlers, fostering a culture of collaboration, accountability, and continuous improvement within the complaints team.
• Customer Experience: Customer-centric approach with a focus on delivering exceptional experiences, managing customer expectations, and building long-term relationships through effective complaint resolution and empathy.
• Conflict Resolution: Proficiency in conflict resolution techniques, mediation, and negotiation skills to manage escalated complaints, resolve disputes, and achieve mutually beneficial resolutions while preserving customer satisfaction and loyalty.
  
  

Experience

• Banking Industry Experience: Previous experience working in the banking industry of at least 10 years, preferably in customer experience, complaint handling, or risk management roles, with a solid understanding of banking operations, products, and customer dynamics.
• Complaint Handling Experience: Proven track record of managing customer complaints effectively, demonstrating the ability to investigate, analyze, and resolve complex complaints in a timely and satisfactory manner.
• Regulatory Compliance: Experience in navigating regulatory requirements and compliance frameworks governing complaint handling processes in the banking sector, ensuring adherence to legal and regulatory standards.
• Team Leadership: Previous experience in leading and managing teams, providing guidance, coaching, and performance feedback to achieve team goals and objectives in a dynamic and challenging environment.
  
  

Continuous Improvement: Experience in driving process improvements, quality initiatives, or customer service enhancements through data-driven insights, innovation, and collaboration across departments and functional areas within the organization.

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